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For Companies At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service in a dynamic environment.
- Company: Join IRIS Software Group, dedicated to simplifying life for Accountancy professionals.
- Benefits: Competitive salary, growth opportunities, and a collaborative culture.
- Why this job: Make a real impact by shaping customer experiences and leading a talented team.
- Qualifications: Proven leadership in customer service and a passion for helping others.
- Other info: Opportunity to develop skills in a supportive and friendly workplace.
The predicted salary is between 50000 - 58000 £ per year.
At IRIS Software Group, our mission is to make life simpler for Accountancy professionals through reliable, easy-to-use software. Behind every great product is an equally great support team - and that's where you come in.
As a Customer Services Team Lead, you'll lead a team of talented Analysts who support customers across our core Accountancy suite. Your job is to make sure every customer gets fast, professional help – the kind that builds trust and keeps their business moving. You'll coach, motivate, and develop your team to deliver an exceptional service experience – one that's efficient, personal, and focused on resolving issues the right way.
Why This Role Matters
Our customers rely on us every day to help them work smarter and stay compliant. This role ensures we deliver on that promise. You'll set the tone for service excellence – balancing quality, pace, and empathy – and lead your team to think proactively, not just reactively. It's about creating the kind of experience where customers don't just get answers; they get confidence in IRIS.
About the Team You'll Join
You'll lead a team of 8-10 experienced Customer Service Analysts, mainly based in our Slough / Heathrow Approach office, while working closely with colleagues in our India team. They handle 1st-, 2nd- and 3rd-line support queries from accountants across the UK – tackling complex cases, resolving issues, and helping customers make the most of their software.
What You'll Be Doing
- Lead, coach, and inspire your team to deliver exceptional customer service and meet all agreed KPIs, SLAs, and quality standards.
- Foster a customer‐first culture, encouraging confident, proactive communication and a genuine connection with those we support.
- Monitor and manage team performance, behaviours, and workloads to ensure high standards and consistent delivery.
- Support your team's development with regular 1‐1s, coaching sessions, and tailored learning opportunities.
- Handle escalations with professionalism and clarity, turning challenges into opportunities to strengthen trust.
- Collaborate with other internal teams to share insights, improve processes, and enhance the customer experience.
- Foster a culture of continuous improvement, empowering the team to suggest smarter, simpler ways of working.
- Ensure compliance with all data protection, security, and service policies.
What We're Looking For
You'll thrive in this role if you have:
- Proven leadership experience in a customer‐facing service or helpdesk environment.
- A customer‐centric mindset – you care about doing what's right for the customer, not just ticking boxes.
- Excellent communication and people skills, able to motivate and influence others with confidence.
- Strong organisational and analytical ability, ensuring workload is balanced and performance is on track.
- A focus on coaching and developing others to reach their potential.
- A proactive attitude – you see opportunities for improvement and act on them.
- (Accountancy or software knowledge is useful but not essential – what matters most is great leadership and a passion for delivering brilliant service.)
What You'll Gain
- A hands‐on leadership role where you'll make a visible difference to customers and colleagues.
- The chance to shape how we deliver service across our Accountancy customer base.
- Support, coaching, and opportunities to grow your skills in leadership and service delivery.
- A friendly, collaborative culture that values teamwork, curiosity, and doing things the right way.
Our Application Process
We like to keep things fair, simple, and transparent:
- Upload your CV and details.
- A chat with our Talent team, plus two short assessments: CCAT (15‐minute timed test).
- A conversation with our Senior Manager, Customer Services and a Team Lead.
- Meet our Senior Director, Customer Services to discuss your approach, priorities, and leadership style.
Join IRIS and lead a team that delivers fast, personal, and professional service – helping our customers succeed and grow every single day.
Job Details
- Senior level: Mid‐Senior level
- Employment type: Full‐time
- Job function: Customer Service, Management, and Information Technology
- Industries: Software Development
- Location: Slough, England, United Kingdom
- Salary: £50,000 – £58,000
Customer Support Team Lead employer: IRIS Software Group
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Lead
✨Tip Number 1
Get to know the company inside out! Research IRIS Software Group, their products, and their customer service philosophy. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your leadership stories! Think of examples where you've successfully led a team or resolved a tricky customer issue. Be ready to share these during your interviews to demonstrate your skills and experience.
✨Tip Number 3
Show your proactive side! During interviews, highlight times when you identified areas for improvement in customer service and how you acted on them. This will resonate well with their focus on continuous improvement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at IRIS.
We think you need these skills to ace Customer Support Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Support Team Lead role. Highlight your leadership experience and customer-centric mindset to show us you’re the right fit!
Showcase Your Communication Skills: In your application, let your personality shine through! We want to see how you communicate and connect with others, so don’t be afraid to express your passion for delivering exceptional service.
Be Proactive: Use your application to demonstrate your proactive attitude. Share examples of how you've identified opportunities for improvement in past roles – we love seeing candidates who think ahead!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with IRIS!
How to prepare for a job interview at IRIS Software Group
✨Know Your Stuff
Before the interview, make sure you understand IRIS Software Group's mission and the specifics of the Customer Support Team Lead role. Familiarise yourself with their core Accountancy suite and think about how your experience aligns with their customer-centric approach.
✨Showcase Your Leadership Skills
Be ready to discuss your previous leadership experiences in customer service. Prepare examples that highlight how you've motivated teams, handled escalations, and fostered a customer-first culture. This will demonstrate your ability to inspire and develop others.
✨Emphasise Communication
Since excellent communication is key for this role, practice articulating your thoughts clearly and confidently. Think of scenarios where you've effectively communicated with customers or team members, especially in challenging situations.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, performance metrics, and how success is measured at IRIS. This shows your genuine interest in the role and helps you gauge if the company culture aligns with your values.
